Medical Office Associate (Phone Operator - Bilingual)

Medical Office Associate (Phone Operator - Bilingual) Hiring Department: Mile Square LP Johnson Clinic Location: Rockford, IL USA Requisition ID: 1041279 Posting Close Date: 6/8/26 Salary: The budgeted salary range for the position is $20.88 to $23.05. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity. Position Summary This position’s primary function is managing and directing all incoming phone calls for all English and Spanish‑speaking patients and visitors at the UI Health Mile Square Health Center L.P. Johnson (MSHC), Rockford. A phone operator is responsible for answering and directing incoming calls, providing information to callers, taking messages, and ensuring professional communication between customers, clients, and staff. Duties may include operating multi‑line phone systems, scheduling appointments, transferring calls to appropriate departments, maintaining call logs, and assisting with general administrative tasks while delivering excellent customer service. Duties & Responsibilities Manage initial call intake for both English and Spanish‑speaking patients at MSHC; route calls and messages to appropriate Epic Pools. Route all red flag calls to the appropriate Nursing line. Schedules English and Spanish‑speaking patients using Epic Scheduling System and registers patients using Epic. Educates and informs patients using English and Spanish of the UI Health patient portal, registers, and/or assists patients with patient portal registration. Monitors work completed and alerts superiors to problems that may occur; provides input to supervisors and/or administration. Respond to complex inquiries from both English and Spanish‑speaking clients in order to provide or clarify information on departmental services, policies, and procedures. Receive, log, and appropriately route complaints at the departmental level, including reporting client feedback and suggestions to higher level personnel in the event that a customer service issue cannot be resolved at the incumbent’s level. Assist in conducting primary research on complaints received. Participate in cross‑functional continuous quality improvement and corporate compliance teams; consult with related departments to coordinate seamless access to services. Perform other departmental duties as assigned. Minimum Qualifications High school diploma or equivalent. Any one or any combination totaling one (1) year (12 months), from the categories below: Work experience comparable to that performed at the Medical Office Assistant level or in other positions of comparable responsibility. Work experience in a health care facility such as a doctor's, dentist's, or hospital's office; which involved record keeping, working with the public, direct patient contact, answering telephones, and working with medical terminology. Graduation from an accredited medical secretarial or paramedical program, such as nursing assistant, medical assistant, or medical secretary. Must be bilingual in English and Spanish with intermediate fluency for conversational Spanish/English both written and verbal. Benefits This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents. Equal Opportunity Employer The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. The university provides accommodations to applicants and employees. Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. #J-18808-Ljbffr